18.—(1) The service provider must ensure that individuals are treated with respect and sensitivity.
(2) This includes, but is not limited to—
(a)respecting the individual's privacy and dignity;
(b)respecting the individual's rights to confidentiality;
(c)promoting the individual's autonomy and independence;
(d)having regard to any relevant protected characteristics (as defined in section 4 of the Equality Act 2010) of the individual.